location_0_addressRegionName

location_0_addressCountryName

OFFSITE

UNKNOWN

jobPosting hiringOrganization as json hashed.

ADAPTED_NOW

Customer Services Analyst

Provide first point of contact technical support for approximately 1,200 internal end-users via phone, email, chat, and self-service portal. Seeking a proven Service Desk Analyst to join their Service Desk Team, responsible for providing first-level support to employees and contractors.

KBSkills

ACTIVE

Service Desk Analyst: Procom is searching for a Service Desk Analyst for a 12+ month contract. This position is onsite at our client’s Regina, Saskatchewan office. Service Desk Analyst - Job Description: Seeking a proven Service Desk Analyst to join their Service Desk Team, responsible for providing first-level support to employees and contractors. The role involves resolving hardware, software, and network connectivity issues, with a focus on first-contact resolution. The position requires analytical skills to troubleshoot incidents, fulfill requests, and coach end-users on software usage. Service Desk Analyst - Responsibilities: • Provide first point of contact technical support for approximately 1,200 internal end-users via phone, email, chat, and self-service portal. • Participate in an on-call rotation for user support and escalation during non-business hours. • Follow key service management processes such as Incident Management, Request Fulfillment, and Knowledge Management. • Accurately track and prioritize tasks, incidents, and requests to resolution. • Contribute to and update the internal knowledge base. • Maintain a high degree of customer service for all support calls and communications. • Take ownership of user problems and proactively address customer issues. Service Desk Analyst - Mandatory Skills: • Experience providing Technical IT Support in a corporate Service Desk environment (Tier 1 support). • Experience with ITSM practices like Incident Management, Request Fulfillment, and Knowledge Management. • Experience supporting Windows Desktop platforms (Windows 11 or higher). • Experience with Microsoft 365 applications (Word, Excel, PowerPoint, Outlook, Teams, OneNote). • Professional experience with Active Directory, specifically user and group management. • Experience with an ITSM ticketing system, particularly Ivanti Cherwell or ServiceNow. • Strong analytical and problem-solving skills with attention to detail. Service Desk Analyst – Nice-to-Have Skills: • Experience with Windows file system access control in an Active Directory environment. • Hold an ITIL or HDI Certificate or other Service Desk industry certifications. • Experience utilizing knowledge management principles and systems. • Worked in an environment employing multi-vendor/contracted resources. • Strong customer communication skills, including verbal and written communications. Service Desk Analyst – Assignment Length: This is a long term contract for 12+ months.  Service Desk Analyst - Assignment Location: Regina, Saskatchewan, onsite.

CA-Procom

Service Desk Analyst

1st Level Support

Access Control

Analysis Skills

Communication Skills

Customer Escalations

Customer Support/Service

Detail Oriented

Establish Priorities

File Systems

IT Service Management (ITSM)

ITIL (IT Infrastructure Library)

Incident Management

Knowledge Base

Knowledge Management

Knowledge Management Systems

Microsoft Active Directory

Microsoft Excel

Microsoft Outlook

Microsoft PowerPoint

Microsoft Product Family

Microsoft Windows Desktop

Microsoft Windows Operating System

Microsoft Word

Network Connectivity

On Call

Presentation/Verbal Skills

Problem Solving Skills

Resolve Customer Issues

ServiceNow

Team Lead/Manager

Technical Support

Writing Skills

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